Cs Health Monitor

cs-health-monitor

Agent: CS Manager

L2 customer success manager (1x) responsible for CS cohort selection, release readiness, health monitoring, and case study extraction.

Department ethos: ideal-customer-success.md

Skill Description

Monitors the health of the customer portfolio using usage metrics, NPS scores, and support signal data to identify at-risk accounts and expansion opportunities.

When to Use

• When the CS team needs a systematic way to monitor customer health across the portfolio.
• When churn is increasing and the team needs early warning indicators to intervene before cancellation.
• When periodic health reviews are due and portfolio-level trends need analysis.

Workflow

1. Define Health Score Model: Establish the health score components: product usage metrics (login frequency, feature adoption, usage depth), sentiment signals (NPS, CSAT, support ticket sentiment), and engagement indicators (QBR attendance, response times). Define weights and thresholds. Deliverable: health score model specification.
2. Collect Health Data: Aggregate data from product analytics, NPS surveys, support systems, and CSM notes. Ensure data freshness and completeness. Deliverable: consolidated health dataset per account.
3. Calculate and Classify: Compute health scores per account. Classify into health tiers: healthy, at-risk, and critical. Deliverable: health scorecard with tier assignments.
4. Analyze Portfolio Trends: Identify portfolio-level patterns -- declining segments, common risk factors, and improvement trends. Deliverable: portfolio health trend analysis.
5. Trigger Interventions: For at-risk and critical accounts, trigger appropriate interventions: CSM outreach, executive sponsor engagement, or product support escalation. Deliverable: intervention assignments with priority and timeline.

Anti-Patterns

• Lagging indicators only: Building health scores entirely from outcomes (churn, ticket volume) rather than leading indicators (usage decline, engagement drop). Why: by the time lagging indicators fire, the customer has already decided to leave; leading indicators enable proactive intervention.
• Score without action: Computing health scores without defined intervention playbooks for each tier. Why: knowing an account is at-risk is useless without a clear response; scores must trigger action.
• Ignoring qualitative signals: Relying solely on quantitative data without incorporating CSM observations and customer sentiment. Why: data captures behavior but misses context; a customer may show healthy usage while internally planning a competitor migration.

Output

On success: Produces a portfolio health report containing per-account health scores, tier classifications, portfolio trend analysis, and intervention assignments. Delivered to CSMs and the Head of Customer Success.

On failure: Report which accounts could not be scored (missing data, incomplete integrations), what partial health picture was assembled, and what data sources need to be connected.

Related Skills

• sla-definer-cs -- SLA adherence is a component of health scoring.
• expansion-motion-designer-cs -- Healthy accounts with expansion signals feed into the expansion motion.
• cs-signal-extractor -- Qualitative signals from CSM interactions supplement health score data.